Request account deletion

You can ask us to delete your LLS Fire Operations account, in the app or without it. Deletion is not instant, and some records are kept. This page explains how it works.

How to ask

In the app: open About and policies, then Request account deletion. You confirm your password and receive a reference code. You can cancel the request in the app while its status is Requested.

Without the app: Email llsfireoperations@gmail.com from the address on your account with the subject "Account deletion request". We reply to that address to confirm it is really you. In some cases we may also ask your department administrator to confirm who you are; if you ask us not to contact your department, we will use another way to verify you where we can. We do not need your department's approval to delete your account, except that an active department cannot be left without an administrator (see below).

How long it takes

We complete verified requests within 30 calendar days of the day we receive them, counting weekends and holidays, and we email you when yours is complete, saying what was kept. Until we have verified your request your account is unchanged. If we cannot verify it, we tell you why. If you ask by email and confirm who you are near the end of that period or after it, we may not be able to finish within the 30 days. The period is still measured from the day we received your request; we process it as soon as we can after you confirm, and the completion email says when we received it and when we finished. This does not extend any deadline that the law sets for us.

The 30 days end on the day we send you the completion email. Keeping the records listed below does not extend them. A situation we cannot complete on our own is described under "If you are the only administrator of your department".

How your request is handled

A person at LLS handles each request. Submitting a request does not delete anything by itself.

1. We check that the request is really from you: an in-app request is verified by the password you confirm, and an email request by a reply to the address on the account.
2. If your role means your department has to take over duties, we may tell the department.
3. A person at LLS starts the deletion. The changes listed under "What is removed" are then applied together.
4. We email you at the address we have for you to say it is complete and what was kept.

Submitting a request does not by itself end your access. We disable your sign-in when we process your request, and we do not restore deleted accounts. To withdraw an email request, reply to us before we process it.

If you are the only administrator of your department

We stop the deletion if it would leave an active department without an administrator, and nothing on your account is changed until that is resolved. Another active member of the department needs the "Manage admins" permission first (Department Admin web application, Administration). You can arrange this yourself before or after you ask. If this applies to you, we tell you what is needed as soon as we know. Until then your account stays active and your request stays open. If it is still open 30 days after we received your request, we tell you in writing why your request is not complete.

What is removed

When your request is processed, your memberships are deactivated and your sign-in is disabled, and these are removed or replaced with a neutral label:

• Your profile name (replaced with "Former member").
• The email address and phone number on your account. Your sign-in is disabled and the account email is replaced.
• Roster details such as an employee number, and invitation email addresses for your account.
• Your notification registrations and preferences. A notification registration that has delivery history is disabled and its device token overwritten instead of being deleted.
• Your Chat messages, in channels and in direct conversations, are replaced with a removed-message placeholder, and earlier versions of edited or removed messages are blanked. Copies of a message attached to a report are removed when the report is resolved.

What is kept, and why

We keep some records after an account is deleted, for operational and security purposes. Audit and authorization history is kept so that access changes and actions in a department can be reviewed. Records created for a department, such as check-offs, work and forms, stay available to that department so it can continue its own record-keeping. We have not set an automatic deletion period for them.

• Audit and authorization history (who had access and when), including the reasons administrators typed.
• Department operational records you took part in (such as check-offs, work, forms, meetings, hydrant reviews and alerts), including photos attached as check-off evidence and files attached to forms. They no longer carry your profile name; names typed into signatures or free-text fields remain.
• Anything typed into those records stays as it was typed: notes, form answers (including any email address or phone number you entered) and the location recorded with a check-off. A location reading captured on an attempt that failed because it was too far away or too imprecise is kept too; an attempt where location was denied or unavailable is kept only as a record with no coordinates.
• Invitations you created for other people, including the email addresses you entered, are kept.
• Incident reports, preplans, and meeting and attendance records your department created are kept like other department records. Anything typed into them, such as incident descriptions and addresses and attendance notes, stays as it was typed. We have not set an automatic deletion period for them.
• Chat: the placeholder for each message you posted stays in the conversation, linked to your account record (shown as "Former member"); the message text is not kept. What other members wrote about you or quoting you stays as they wrote it. A copy of a reported message may be kept until the report is resolved. Report, block, community-rules, channel-membership and read-position records involving you stay. Administrator-typed reasons and resolution notes stay as typed. Other members' devices may keep showing your name on messages they already have until their app refreshes.
• Your account record, with your name and contact details removed (shown as "Former member"), and your inactive membership records.
• Records that you accepted, or declined, our Terms of Service. An acceptance record shows which version, a fingerprint of its text and when; a decline record shows which version and when. These records are kept as contractual and audit evidence. If you accepted the department terms as your department's authorized representative, your typed name and title, the confirmations you gave, the commercial offer you accepted and the subscription start date recorded with it are kept too and are not removed. We have not set an automatic deletion period for these records.
• A record of the deletion request itself.
• Records that notifications were delivered to you, kept without the device token.
• Emails between you and us, such as your deletion request and our confirmation, in our support mailbox.
• Copies in backups and provider logs are kept for the period set by the provider that holds them. We also keep backup copies ourselves and have not set a deletion period for them. Copies can remain for some time after your account is deleted.

If you posted standing instructions in an official department channel, they are removed with your account. Ask your department to re-issue them in its own name before your account is closed.

If you are your department's authorized representative for its Terms, closing your account ends that designation. Your department will need LLS to designate another representative before it can accept updated department terms.

Because of these retained records, your account is closed and your name and contact details are removed, but information about you can remain in other records and systems.